Chatbots on WhatsApp: 5 examples throughout the Customer Journey
Posted: Sat Dec 07, 2024 9:22 am
Beyond being a trend, chatbots are becoming a necessity for businesses. From answering simple queries, such as schedules or locations of nearby branches, to giving personalized recommendations powered by AI, today, we can find examples of chatbots on WhatsApp throughout the entire customer journey . 
If you are looking for inspiration to create a chatbot within WhatsApp or replicate a success story, you have come to the right place. We show you how to do it.
Example 1: Chatbot as Lead Generator
Chatbots or virtual assistants are a great help in capturing the attention of customers . From the moment the user enters the website, the chatbot can emerge as a magnet for attraction that drives the user to interact or request more information. Once the customer's attention is captured, the virtual assistant can collect their main data such as name and email or send them directly to a more personalized conversation within WhatsApp.
A real example is the leading hair transplant clinic in Spain, Italy and Portugal, Insparya , who from their website shows a CTA that invites their clients to get personalized assessments via WhatsApp . Once inside the famous messaging application, a virtual assistant guides the user through a conversation where they are invited to leave their details and then send photographs of their head to be assessed by a virtual doctor. In this way, they have managed to attract a greater number of people to chat via this channel and receive a virtual assessment that would otherwise have taken more time and effort.
SUPER TIP: In addition to WhatsApp, you can integrate chatbots into other channels such as Google Business Messages. As an example, we can use the success story of Dorsia , a leading chain of beauty and cosmetic surgery clinics in Spain. This well-known company uses this channel to generate leads with the help of a bot within the Google Search and Maps search engine. This strategy has allowed them to generate up to 600 leads in 3 months .
Example 2: Chatbot for Marketing campaigns
One of the most powerful things about running marketing campaigns on WhatsApp is the ability to reach your customers directly in an interactive and personal way. Offers accompanied by images, videos, gifs, QR codes, generate greater engagement and in turn improve ROI. With bots, it is possible to create a marketing automation flow and send personalized messages to each customer with minimal effort.
Some examples of companies that use chatbots are to send recurring offers to their customers. We can find examples in supermarkets or retail stores that send weekly and segmented offers and promotions. This action allows them to remain in the user's mind from the channel they use daily.
SUPER TIP: The power of this example becomes even stronger list of canada whatsapp phone numbers the message is transformed into a two-way communication . For example, after the bot shows the customer a deal on sneakers, the latter has the opportunity to ask more questions, such as the availability of a size or colors, and the chatbot, being connected to an ERP, can automatically access that information and respond to it instantly.
It is important to remember that businesses must obtain opt-in within WhatsApp in order to be able to send active communication to customers.
Example 3: Chatbot to boost sales
Virtual assistants powered by Artificial Intelligence to boost sales on WhatsApp are among the most sought after today. Thanks to the ability to give personalized recommendations and guide the customer throughout the entire journey, they allow the customer to receive attention similar to that of a store.
The goal of interacting with a chatbot, in addition to having a personal conversation with each customer, is to make the interaction as similar as possible to real life , where the employee performs cross-selling and upselling actions to increase the average ticket.
An example related to the sales process guided by a virtual assistant through WhatsApp is that of Samsung Spain. Who at the beginning of 2023, implemented a new digital sales channel within WhatsApp to offer a new range of mobile phones directly from the application. The process begins when the customer scans the QR that directs them to WhatsApp . Within a conversation window, a bot welcomes the user and displays an eye-catching catalog with the available mobile phones, as well as their different characteristics, such as available colors, memory capacities and technical specifications . In addition, it offers other options to complement the purchase such as mobile insurance. These types of functions are achieved by connecting chatbots with other APIs or systems such as an ERP, Shopify, payment gateways, a CRM or any other, which allow the functions of an e-commerce or physical store to be completely recreated within the application.
Example 4: Chatbot for customer service
One of the most commonly used cases, and perhaps one of the first, is that of chatbots to provide customer service 24/7 without the need for a human agent behind them. Reducing customer uncertainty at any time helps improve the shopping experience and this is more easily achieved with the help of bots.
Today it is possible to enhance these interactions with the help of AI to simulate conversations very similar to human ones.
Travel companies, for example, where customer service is crucial and takes up a significant amount of resources, make smart use of chatbots within WhatsApp. The French railway company Ouigo allows its passengers to consult information related to their trips, such as boarding gates or specific times, as well as manage changes directly in WhatsApp.
If you are looking for inspiration to create a chatbot within WhatsApp or replicate a success story, you have come to the right place. We show you how to do it.
Example 1: Chatbot as Lead Generator
Chatbots or virtual assistants are a great help in capturing the attention of customers . From the moment the user enters the website, the chatbot can emerge as a magnet for attraction that drives the user to interact or request more information. Once the customer's attention is captured, the virtual assistant can collect their main data such as name and email or send them directly to a more personalized conversation within WhatsApp.
A real example is the leading hair transplant clinic in Spain, Italy and Portugal, Insparya , who from their website shows a CTA that invites their clients to get personalized assessments via WhatsApp . Once inside the famous messaging application, a virtual assistant guides the user through a conversation where they are invited to leave their details and then send photographs of their head to be assessed by a virtual doctor. In this way, they have managed to attract a greater number of people to chat via this channel and receive a virtual assessment that would otherwise have taken more time and effort.
SUPER TIP: In addition to WhatsApp, you can integrate chatbots into other channels such as Google Business Messages. As an example, we can use the success story of Dorsia , a leading chain of beauty and cosmetic surgery clinics in Spain. This well-known company uses this channel to generate leads with the help of a bot within the Google Search and Maps search engine. This strategy has allowed them to generate up to 600 leads in 3 months .
Example 2: Chatbot for Marketing campaigns
One of the most powerful things about running marketing campaigns on WhatsApp is the ability to reach your customers directly in an interactive and personal way. Offers accompanied by images, videos, gifs, QR codes, generate greater engagement and in turn improve ROI. With bots, it is possible to create a marketing automation flow and send personalized messages to each customer with minimal effort.
Some examples of companies that use chatbots are to send recurring offers to their customers. We can find examples in supermarkets or retail stores that send weekly and segmented offers and promotions. This action allows them to remain in the user's mind from the channel they use daily.
SUPER TIP: The power of this example becomes even stronger list of canada whatsapp phone numbers the message is transformed into a two-way communication . For example, after the bot shows the customer a deal on sneakers, the latter has the opportunity to ask more questions, such as the availability of a size or colors, and the chatbot, being connected to an ERP, can automatically access that information and respond to it instantly.
It is important to remember that businesses must obtain opt-in within WhatsApp in order to be able to send active communication to customers.
Example 3: Chatbot to boost sales
Virtual assistants powered by Artificial Intelligence to boost sales on WhatsApp are among the most sought after today. Thanks to the ability to give personalized recommendations and guide the customer throughout the entire journey, they allow the customer to receive attention similar to that of a store.
The goal of interacting with a chatbot, in addition to having a personal conversation with each customer, is to make the interaction as similar as possible to real life , where the employee performs cross-selling and upselling actions to increase the average ticket.
An example related to the sales process guided by a virtual assistant through WhatsApp is that of Samsung Spain. Who at the beginning of 2023, implemented a new digital sales channel within WhatsApp to offer a new range of mobile phones directly from the application. The process begins when the customer scans the QR that directs them to WhatsApp . Within a conversation window, a bot welcomes the user and displays an eye-catching catalog with the available mobile phones, as well as their different characteristics, such as available colors, memory capacities and technical specifications . In addition, it offers other options to complement the purchase such as mobile insurance. These types of functions are achieved by connecting chatbots with other APIs or systems such as an ERP, Shopify, payment gateways, a CRM or any other, which allow the functions of an e-commerce or physical store to be completely recreated within the application.
Example 4: Chatbot for customer service
One of the most commonly used cases, and perhaps one of the first, is that of chatbots to provide customer service 24/7 without the need for a human agent behind them. Reducing customer uncertainty at any time helps improve the shopping experience and this is more easily achieved with the help of bots.
Today it is possible to enhance these interactions with the help of AI to simulate conversations very similar to human ones.
Travel companies, for example, where customer service is crucial and takes up a significant amount of resources, make smart use of chatbots within WhatsApp. The French railway company Ouigo allows its passengers to consult information related to their trips, such as boarding gates or specific times, as well as manage changes directly in WhatsApp.